Em Doria is a Senior Human Resources Business Partner with extensive experience of more than 25 years. Shaped high-performing cultures at Best Place to Work Companies in a multi-national set-up from FMCG, Automotive, Electronics & HR Services.

A dynamic HR professional with successful track record in building strong organizational cultures. Develops executable strategy that brings growth to company and development of high performing team.

Human Resource as Customer Value Creator

Two months ago, I had a great conversation and brainstorming session with Global HR Representative, FSE HR together with my team. It was also our first meeting ever for all of us after all the months of virtual meetings. We exchange ideas on how to support the Asia subsidiaries in managing culture change and improve the overall employee experience.

Customer Value Creation is the key priority of our Global CEO. Employees are encouraged to identify who are their customer and what customer value that they can create? It sounds a commitment though, but it generates the idea to recheck what value proposition they can bring into the table.

As a HR Professional, it also good to consider our value to the organization. It seems that there is an increasing number of voices questioning the function of HR and whether what it does is critical to the business. If this is the case, then HR needs to redesign its value proposition and must identify how it can contribute value to the company.

In essence, the Human Resources Department serves as an internal customer service department, working to resolve issues and ensure that everyone is satisfied with their job and the company runs smoothly.

Customer-Centric Human Resources Function

Customer-centric human resources is a term used to describe the approach of the Human Resources in which the focus is on the customers, or employees. By focusing on the needs of the employees, customer-centric Human Resources helps to create a positive work environment and improve employee satisfaction. This, in turn, can lead to improved productivity and a reduction in turnover.

There are many ways to create a customer-centric human resources department, but some of the most important methods include:

Listening to employees

One of the most important things that the HR can do is to listen to employees. By taking the time to understand the needs of employees, HR can create a more customer-centric approach. This, in turn, can lead to a more positive work environment and improved employee satisfaction.

Focusing on employee satisfaction

Another keyway to make HR customer-centric is by focusing on employee satisfaction. This means creating an environment where employees feel comfortable voicing their concerns and suggestions. HR should be open to feedback from employees, and willing to consider changes based on valid feedback and or suggestions. And HR should be proactive enough in addressing any issues that may arise, and work to resolve them quickly.

Who are Human Resources Customers?

To me my customers are— The Executives, Leadership Team, Line Management, Employees, Business Customers and the Community.

Human Resources and the Executives

Human resources act as a consultant to the Executives. HR should have an influencing skill to the decision maker of the company who has vested interest in its success.

By developing the know-how and expertise of employees, human resources help to ensure that the company is able to achieve its goals and maximize profits. HR helps to promote sustainability by ensuring that the company has the workforce it needs to stay competitive in the long term.

As such, human resources serve executives by helping to develop the workforce and promoting sustainable growth.

Human Resources and Leadership Team

Human Resources serves as a coach to the leadership team. HR should spend time alongside with leaders guiding them on how to be better with their people. The leadership team sets the vision and direction for the company, and it is HR’s job to ensure that the team has the talent and resources it needs to succeed.

"By focusing on the needs of the employees, customer-centric Human Resources helps to create a positive work environment and improve employee satisfaction"

This includes identifying and developing high-potential employees, managing succession planning, and providing leadership development opportunities. By partnering with the leadership team, HR can help ensure that the company has the talent and resources it needs to achieve its strategic goals.

Human Resources and Line Management

Human Resources serves Line Management in a variety of ways. HR needs to put all of its efforts into enabling and empowering line management teams rather than doing things for them, this includes conducting performance reviews, setting goals and objectives, and providing feedback. Additionally, HR and Line Managers are responsible for ensuring that employees are properly trained and developed.

This helps to ensure that employees are able to meet the demands of their position and contribute to the overall success of the organization.

Human Resources and Employees

HR should play a role of as a catalyst, you must also be inspirational to those in the organization. Challenge the status quo and mundane by stimulating how employees in the organization think.

You can stimulate the brain at any age and as long as the brain is being stimulated, people are thinking, evolving, and changing, which is necessary to create an engaging working environment.

As the department responsible for managing employee relations, Human Resources plays a vital role in ensuring that employees are satisfied with their work. We work to create a fair and equitable internal environment, where employees feel they are being treated fairly and have opportunities for career growth. We also administer benefits and programs that help employees maintain a healthy work-life balance.

By working to serve the needs of our employees, we help create a productive and positive workplace environment.

How HR influences business customers

Human Resources plays an important role in influencing business customers. By ensuring employee satisfaction and improving the customer experience, HR can build strong relationships with business customers.

By developing a deep understanding of customer needs and providing exceptional customer service, HR can create a positive customer experience that leads to repeat business. In addition, HR can use its influence to positively impact the bottom line by reducing Employee Turnover and improving productivity.

Ultimately, HR plays a critical role in influencing business customers and shaping the success of the organization.

The Community

Human Resources is often thought of as an internal function, focused on managing employee relations and ensuring compliance with employment laws. However, HR can also play an important role in serving the communities.

By partnering with local organizations and supporting employee volunteer efforts, HR can help to build good will and positive relationships with the community.

This can in turn lead to business growth, as potential customers and clients see the company as a good citizen. Additionally, supporting community initiatives can help to improve the employer brand and attract top talent.

Employee engagement is essential for businesses to thrive, and HR plays a key role in promoting engagement through community involvement.

In conclusion, HR is no longer mere resource administration, now HR people need to be focused on the key business imperatives. To provide the optimum value creation HR needs to be able to connect both with management on strategic level and with employees on an operational level. HR person should be the one-stop for both management and employee, with whom they can comfortably share their issues and ideas. The way to go is from reactive to proactive which will ultimately morph into a true business partnership being a Customer Value Creator!